Director, Service Delivery and Service Desk

We are seeking a highly organised and communicative Service Desk Coordinator to join our Operations and Service team. Role Overview The Service Desk Coordinator is responsible for managing the flow of client support requests and queries, acting as the primary link between Customers, Sales, Field Teams and Distributors along with Operational Teams. Ensuring support tickets are logged, prioritised, and assigned correctly to achieve timely resolution within agreed KPIs. The position also supports engineer scheduling, administration, and financial processes, while contributing to ongoing service and process improvements. Key Responsibilities Ticket & Workflow Management Log, track, assign prioritise, and manage incoming support requests via emails and calls into the Servicedesk Assign tickets and tasks to internal technical teams, engineers, or third-party providers Monitor workloads and progress to ensure KPIs are met Assign and manage incoming Service Desk and shared mailbox requests ensuring that requests are dealt with in a professional and timely manner Manage queues of outstanding requests/return visits so that customers are updated and visits are scheduled in Communication & Customer Support Provide clear updates on job status, scheduled engineer visits, and next steps if further work is required, for example parts need to be ordered Manage customer expectations and maintain professional communication at all times Escalate any complaints to the relevant teams Liaise with Sales Teams on Installs, Reactives and Escalations as and when required Work closely with Spares and the Warehouse in relation to parts and equipment needed Administration & Systems Update databases and carry out general administrative and housekeeping tasks Handle depot run onboarding administration, including: Job activation Equipment and stock movements PPM setup Coffeesafe additions, amendments and archiving Manage site and equipment loading for Customers and Third Parties. Process written-off equipment movements using Service Management and workshop systems. Action system alerts and coordinate related tasks, ie changes to site assets Financial & Commercial Support Manage invoicing for chargeable call outs Manage prepayments and ad-hoc card payments Prepare proformas and validate chargeable work with Technical and Spares teams Manage third-party ad-hoc charges Produce monthly chargeable reports Continuous Improvement Assist with identifying and implementing process improvements Support service efficiency and accuracy across support operations Skills & Attributes Strong organisational and time management skills Excellent written and verbal communication Ability to prioritise workloads in a fast-paced environment High attention to detail and accuracy Confident using ticketing systems and administrative tools Ability to work effectively with internal teams and external partners Good working knowledge of MS Office Job Types: Full-time, Permanent Pay: 28,000.00 per year Work Location: In person

Created: 2026-04-30